Member Service Center Agent

Position Summary

Assist Credit Union members via the phone and e-commerce channels with inquiries, financial transactions, and problem resolution as well as cross-selling Credit Union products and services. These duties are primarily performed over the phone, but on occasion may be performed in a face-to-face setting or via video conferencing. 

Essential Duties and Responsibilities  

• Support the Credit Union's culture of compliance by understanding and complying with all federal and state regulations, including the Bank Secrecy Act and OFAC as applicable, including but not limited to adherence with BSA/AML and OFAC policies and procedures regarding large currency transactions, monetary instruments, wire transfers, member identification, OFAC screening, the completion of training, and reporting suspicious activity to the BSA Officer.  
• Demonstrates a strong member focus through consistent, exceptional service.  
• Develops, maintains, and demonstrates a working knowledge of credit union member service standards, policies, procedures, and applicable state and federal government rules. 
• Always demonstrates a calm demeanor and appropriate tone.  
• Exhibits positive, constructive, and supportive behavior with members as well as co-workers.  
• Assists members with a variety of inquiries and account issues while providing general credit union information.  
• Assists members with Digital Banking and Bill Payer questions. Resets and/or provides Secure Access Codes for members locked out of Digital Banking.  
• Troubleshoots discrepancies or inquiries regarding members’ account history, debit card transactions, and Digital Banking, completing research requests. Forwards more complex problems to Supervisor or Manager as necessary.  
• Stays abreast of promotions and cross-sells the credit union’s complete line of products and services.  
• Remains diligent with email traffic for member correspondence and important Credit Union notifications, responding in a timely manner.  
• Posts deposits, loan payments, and transfers funds between accounts.  
• Processes member fee refund requests and clearing differences.  
• Maintains accurate records of transactions and balances daily work.  
• Completes training assignments in a timely manner. Attends meetings and training sessions as required.  
• Performs other duties as assigned.  

Education  

• Minimum one year of retail or customer service experience, preferably in a call center.
• Credit Union experience required. 
• A high school education or GED.  

Basic Skills / Experience

• Strong written, oral, and interpersonal skills.  
• Detail oriented, organized, accurate, able to work under pressure, ability to adapt to change, and problem-solving skills.  
• Good judgment and decision-making skills.
• Strong technology capabilities. Able to learn and comply with Truth in Savings Act, Patriot Act, Reg. CC, BSA, OFAC, and FACT Act. 

Abilities

• Ability to analyze member needs and make appropriate product/service recommendations. Displays courtesy, tact, and diplomacy during personal contact with others inside and/or outside of the organization for purposes of providing or obtaining information, building relationships, and/or soliciting cooperation. 
• Ability to learn and apply knowledge of all credit union accounts and services including electronic services.  
• Ability and willingness to refer credit union products and services by utilizing existing customer services skills and tools attained though credit union training and coaching sessions.  Additional Requirements
• Candidates must satisfactorily pass a criminal background check, drug screening, and credit check. The position is contingent upon meeting these prerequisite requirements. 
• Staff are normally assigned to one branch, office location, or remote worksite, but will be required on occasion to work from a different location or branch and attend in-person meetings. Reliable transportation is necessary to fulfill this requirement. 
• Candidates and employees may be assessed for their ability to perform the position's essential duties.

Job Type:  Full Time

• Working Onsite 
• Candidates residing in the central Florida area **

Work Schedule: Monday through Friday from 8AM to 6PM and Saturday's from 9AM to 1PM.

Benefits: 

• Medical insurance
• Dental insurance
• Vision insurance
• Paid Life insurance
• 401(k) with company match
• Paid time off
• 11 Paid holidays
• Employee discounts
• Tuition Reimbursement Program
• Professional Counseling & Family Support
• Additional benefits

Physical Demands

Physical requirements involve performing general office activities. The employee must be able to remain in a stationary position 70 percent of the time; frequently operate a telephone, computer, printer, copier, scanner, and fax machine; and occasionally move about inside the office to access file cabinets, office machinery, etc. Must frequently walk, reach with hands and arms, and will occasionally lift up to 25 pounds. All the positions at Orlando Credit Union require visual acuity, and the ability to communicate orally.

To perform this job successfully, an individual must be able to satisfactorily perform each essential duty with or without accommodation. The requirements listed above are representative of the knowledge, skill, physical demands and /or ability necessary to achieve success in this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Link: Accommodations | U.S. Department of Labor (dol.gov)

Orlando Credit Union is an equal opportunity employer. OCU prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.